I placed an order for a $300 SIM card but accidentally made an error in the postcode of the shipping address. I quickly reached out to a Boost agent within minuts, and I was advised that they could not correct the postcode. I was told to either cancel the order or contact the courier to correct it. So, I cancelled the order as per their advice. The agent created a request to cancel the order and assured me I would receive an email confirmation within 24 hours. I then placed another order with the correct address.

The next morning, I followed up and was told that the cancellation request was still in process. Later in the afternoon, I received an AusPost notification indicating that two orders were coming from Boost.

I contacted Boost customer service to confirm if my order had been cancelled. The agent told me that it was cancelled six hours ago. I informed them that this wasn’t true because it appeared that the order had already shipped, according to the AusPost tracking. The agent retracted their statement and said it seemed like the order wasn't cancelled and that I needed to reject the delivery from AusPost in order to cancel it.

At this point, my frustration reached a new level. I asked the agent to raise another case and escalate the issue to resolve the situation. The next day, the cancelled order arrived, despite the wrong postcode. The package didn’t require a signature, and AusPost left it at my door, so I didn’t even have the chance to reject it.

This has to be one of the worst customer service experiences I’ve ever had. They couldn’t even process a simple request to correct the postcode or cancel the order. Two cases have been raised, and I’m still waiting for someone to action my simple cancellation request and process refund.